Manager, IT Engineering

Role Summary

This role sits within the global Gilead IT organization within the US Commercial Field Enablement IT team with the primary responsibility of supporting IT operations for Field Enablement applications. The role reports to the US Commercial IT Field Enablement lead. It involves collaborating with business functions across Commercial Operations, Medical Affairs, and Business Conduct, and coordinating with IT teams managing capability systems and vendor MSPs to deliver field IT operations and improve end-user experience.

Responsibilities

• Utilize ServiceNow to record and track incidents, service requests including report requests
• Lead IT support operations activities, working with MSP resources
• Engage daily with offshore service teams and onshore business and IT partners to deliver support operations
• Track operational requests over time and report trends to leadership, focusing on first contact resolution and minimizing field user downtime
• Support field events (e.g., National Sales Meeting) as needed
• Plan proactively for new product launches, including onboarding field user groups
• Support launch and ongoing enhancements of new applications (e.g., Veeva Align, Next Gen CRM)
• Build and maintain relationships with field users, support groups, and product teams
• Lead IT operations for field teams in a secure and compliant manner according to SOPs and work instructions

Qualifications

• Required: Doctorate OR Master‚Äôs with 4+ years of relevant experience OR Bachelor‚Äôs with 6+ years of relevant experience
• Preferred: Strong techno-functional knowledge of Veeva Commercial Cloud (Align, Vault CRM, Events Management) and Salesforce/Vault platform, plus familiarity with the Salesforce ecosystem
• Strong problem-solving skills with ability to identify and prevent recurring issues, debug and fix code
• Ability to prioritize incidents and service requests based on priority levels and known escalation paths
• High integrity aligned with core values (Excellence, Accountability, Teamwork, Integrity, Inclusion)
• Service-oriented mindset with dedication to delivering an outstanding end-user experience
• Experience in multi-vendor environments; vendor management is a plus
• Strong communication skills with business users, IT, and vendor teams
• Knowledge of ITIL framework and best practices
• Knowledge of ServiceNow IT service management platform

Education

• Doctorate OR Master‚Äôs with relevant experience OR Bachelor‚Äôs with relevant experience as specified in qualifications